The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
Measuring customer satisfaction: Fact and artifact
Overview
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Citations
Cites
Prospect Theory: An Analysis of Decision under Risk
Kahneman, D., & Tversky, A. (1979) · Econometrica · doi:10.2307/1914185 · Cited by 48,524
The satisfaction with life scale
Diener, E., Emmons, R. A., Larsen, R. J., & Griffin, S. (1985) · Journal of Personality Assessment · doi:10.1207/s15327752jpa4901_13 · Cited by 31,768
The Framing of Decisions and the Psychology of Choice
Tversky, A., & Kahneman, D. (1981) · Science · doi:10.1126/science.7455683 · Cited by 18,497
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Diener, E. (1984) · Psychological Bulletin · doi:10.1037/0033-2909.95.3.542 · Cited by 11,023
Kahneman, D., & Tversky, A. (1984) · American Psychologist · doi:10.1037/0003-066x.39.4.341 · Cited by 6,544
Schwarz, N., & Clore, G. L. (1983) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.45.3.513 · Cited by 4,952
Cited by
Consumer trust, value, and loyalty in relational exchanges
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.1.15.18449 · Cited by 4,196
E-satisfaction and e-loyalty: A contingency framework
Anderson, R. E., & Srinivasan, S. S. (2003) · Psychology & Marketing · doi:10.1002/mar.10063 · Cited by 2,310
Grandey, A. A. (2003) · Academy of Management Journal · doi:10.2307/30040678 · Cited by 2,285
Mittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
Return on Marketing: Using Customer Equity to Focus Marketing Strategy
Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.109.24030 · Cited by 2,151
Metadata
- Authors
- Peterson, R. A., & Wilson, W. R.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 1992-12
- Volume
- 20
- Issue
- 1
- Pages
- 61-71
- ISSN
- 0092-0703 (ISSN-L)
- 1552-7824
- OpenAlex
- W2110619046
- Cited by
- 706
- References
- 7
- FWCI
- 19.33
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Measuring customer satisfaction: Fact and artifact. https://app.cochat.ai/papers/10.1007/bf02723476
- The paper
- Peterson, R. A., & Wilson, W. R. (1992). Measuring customer satisfaction: Fact and artifact. Journal of the Academy of Marketing Science. https://doi.org/10.1007/bf02723476
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
